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IMPROVING THE CUSTOMER EXPERIENCE
Setting a patient's expectations pre- and post-surgery
Working with four client stakeholders, three of them C-suite, we collaborated around how to best increase user adoption of their product. The challenges of this project included a C-suite new to the healthcare industry, an over-engineered legacy application, a beta orthopedic practice that required patients to complete activities or else their surgery would be postponed, and a patient population who felt they were "staring into a black hole".
How might we provide an interactive experience that empowers and motivates patients to engage and adopt?
As a patient about to undergo surgery in a few weeks, what if you were given a list of activities that would provide education about your specific surgery, set your expectations for recovery, and engage you in exercises that sped up your “return to normalcy”?
Via patient interviews, it became clear that patients need to have a clear and concise view of the activities that were being asked of them. However, those activities needed to be presented in a kind and unthreatening visual design. Patients want to feel empowered and in control as much as possible.
How might we enlighten the surgical journey for a patient?
How might we help enable a patient to realize a positive surgical outcome and recovery?
What if you could see those activities on a timeline as to when they need to happen in context of your surgery date? Interacting with the timeline allows you to anticipate what you need to do to prepare yourself for surgery and what you will be doing afterward to recover.
The timeline view needed to accomplish two things for the patient:
Provide a high-level view of their entire patient journey so they have a full view of what to expect.
Clearly indicate to the patient what they needed to do and what they had already accomplished.
How might we reassure patients that we understand and empathize with their pain?
Knowing that patients may be experiencing high levels of constant pain, the patient surveys were designed to achieve a balance of empathy and motivation.
The progress bar is light-hearted and encouraging. As the user answers questions, the survey confirms the user's entries empathetically, reassuring the user that they have been heard.
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